Method for communicating business messages

ABSTRACT

A method for performing business training communications includes determining a targeted business and performing a needs analysis to determine a plurality of recipient events in accordance with the targeted business. A plurality of business training messages is determined in accordance with the plurality of determined recipient events. The method also includes providing an animation for each of the business training messages in accordance with the plurality of determined business training messages to provide a plurality of animation systems and providing the plurality of animation systems to a message user. A recipient event and a targeted message recipient are determined by the message user and an animation system of the plurality of animation systems is selected in accordance with the recipient event and the business training message of the selected animation system.

FIELD OF THE INVENTION

[0001] This invention relates to the field of business methods and, inparticular, to the field of business training and communication methods.

BACKGROUND OF THE INVENTION

[0002] It is known to attach a message, including an animated message,to an email transmission in order to communicate the message to anintended recipient. For example, at www.hallmark.com a user can click onan electronic card link in order to transfer to a web page showingrepresentations of a plurality of cartoons. The user selects a cartoonby clicking on it and instructions are provided to assist the user ingetting the cartoon to load and display. The user can insert a personalmessage in the email along with a link to the cartoon.

[0003] The user is permitted to load and display the cartoon prior totransmitting it to the recipient. When the email is transmitted to therecipient, the recipient can read the personal message and click on thecartoon to initiate a load and display of the cartoon. Clicking on thecartoon causes the browser of the recipient to load and link to a website where the animation files for displaying the cartoon are located.The software for processing the animation files and displaying thecartoon to the recipient is located at the recipient location. TheHallmark method includes transmitting a notice to the user that therecipient has received and opened the message.

[0004] bluemountain.com also teaches a method wherein a user selects anelectronic card from a plurality of provided cards by clicking on one ofa number of displayed cards. The cards provided by the bluemountain.commethod include greeting cards and cards directed to a variety of specialinterests such as sports, art, literature, games and business.

[0005] The bluemoutain.com cards correspond to animated presentationshaving associated animation files. The user designates a recipient ofthe card as well as a sender. Optionally the user can provide a personalmessage for the recipient by inserting the personal message in the card.The card is transmitted by way of email to the recipient by clicking ona send button. Additionally, users are permitted to enclose their ownvoices, photos or animations within the card.

[0006] When the bluemountain.com email arrives at the recipient end aview card field is displayed. Clicking on the view card field causes abrowser to load and link to a web site. In response to a click by therecipient the recipient is provided with a display of the animatedcartoon selected by the user. The animation files are stored at the website and the software for loading and displaying the animation files islocated at the recipient location.

[0007] Typically the creative process for providing the animations ofthe prior art electronic messaging methods includes developing a messageconcept and story boarding it in order to express the message. The storyboards are animated using well known animation or graphics programs. Theanimation technology used typically includes audio, animated sequencesand text content.

[0008] It is also known to perform business communications usingelectronic messaging methods. In this application a management messageis communicated to an employee or a trainee using electronictransmission in order to educate the recipient of the message. One knownprovider of such a business communication method is Intraca, Inc.

[0009] Intraca, Inc provides a business communication method whereinnumerous comics drawings are associated with motivational quotations andprovided to users in predetermined associated pairs. The drawings andquotations can be selected from various commonly available publicationsprior to being associated with each other. The stated goals of theIntraca Inc. method include helping to improve corporate communications.

[0010] To use the Intraca, Inc. method a user clicks on an icondisplayed on a user home page and thereby accesses a link to a web pageprovided by Intraca, Inc. This launches a pop-up window that displaysthe comic and quotation posted by Intraca, Inc. for the current day atthe recipient location. The choice of the comic and quotation can becustomized.

[0011] Thus, using the Intraca, Inc. method users can provide recipientswith business messages without creating the messages themselves andwithout building the overall presentation around the messages, therebymaking it convenient to send such messages. Furthermore, since theassociated drawings and quotations can be reviewed by the users, theIntraca, Inc. method is adapted to permit convenient preview ofalternate content by users and to permit selection of content before itappears on their intranet.

SUMMARY OF THE INVENTION

[0012] A method for performing business training communications includesdetermining a targeted business and performing a needs analysis todetermine a plurality of recipient events in accordance with thetargeted business. A plurality of business training messages isdetermined in accordance with the plurality of determined recipientevents. The method also includes providing an animation for each of thebusiness training messages in accordance with the plurality ofdetermined business training messages to provide a plurality ofanimation systems and providing the plurality of animation systems to amessage user. A recipient event and a targeted message recipient aredetermined by the message user and an animation system of the pluralityof animation systems is selected in accordance with the recipient eventand the business training message of the selected animation system. Theselected animation system is applied to the targeted recipient by themessage user. The further step of transmitting an email directly to thetargeted recipient and, where animation files are provided, transmittingthe animation files to the location of the targeted recipient isincluded. The animation files are loaded and displayed using animationplayer programming or animation display programming disposed at thelocation of the targeted recipient. In one embodiment a digital filecontaining indicia of at least a portion of the selected animationsystem is provided and a visual representation of the portion of theselected animation system is applied to the targeted recipient. Theplurality of animation systems can be transmitted to the message user byway of the internet or any other signal transmission channel as well asby way of any type of tangible recording medium.

BRIEF DESCRIPTION OF THE DRAWINGS

[0013]FIG. 1 shows a learning process flow known in the field ofinstructional design.

[0014]FIG. 2 partially shows one embodiment of the planning anddevelopment of content portion within the training and communicationmessage process flow of the method of the present invention.

[0015]FIG. 3 partially shows one embodiment of the planning anddevelopment of content portion within the training and communicationmessage process flow of the method of the present invention.

DETAILED DESCRIPTION OF INVENTION

[0016] In the method of the present invention a business message iscommunicated to a target individual in the form of an animation system.In the preferred embodiment the animation system is a short animationpackage that communicates a business message in an entertaining way. Itis believed that the animation systems of the invention can be mostadvantageously applied in the field of providing training messages torecipient employees by user employers to train and communicate therecipient employee according to a selected message.

[0017] Accordingly, each animation system can provide the recipient witha specific tip or set of tips to assist the recipient in improvingperformance, productivity and work habits. In one preferred embodimentan animation system can be delivered directly to the desktop of therecipient. In an alternate embodiment an animation system is used withintraining presentations where it can be delivered to any number ofrecipients. Other delivery methods are set forth herein below and it iscontemplated that the messages can be delivered using any method desiredby a user.

[0018] In order to create the animation systems of the present inventiona general understanding of the targeted business area must first beobtained. For example, the targeted business area can be an area such ascustomer service or human resources or any other business area. Thegeneral needs analysis of the present invention including a review ofcommon issues and a sampling of potential targeted recipients isconducted to identify a problem which is commonly confronted in thetargeted business area. An appropriate business message is selected inview of the needs analysis. The general needs analysis can includemethods such as sampling of potential recipients or the use of focusgroups.

[0019] When the message is determined supporting information can beprovided if appropriate. The supporting information can includestatistics, quotes or any other information determined by the creator ofthe animation system in anticipation of the requirements of thepotential user of the method. Training points are then determined inaccordance with the business message.

[0020] The message selection process described above is preceded by aperiod of brainstorming to determine an initial concept and trainingobjective. In order to determine the initial concept and trainingobjective the possible topics relating to the targeted business area areidentified. In order to assist in organizing the identified topics theyare classified according to categories and subcategories. For example,in the business area of telephone interaction as performed in callcenters a topic can be identified and classified in the category ofproblem solving within the subcategory of showing empathy.

[0021] A specific message is developed for the chosen subcategory. Forexample, in the case where showing empathy is the sub category anappropriate message can be that the first step in solving the problemset forth by the customer is establishing empathy with the customer. Ascenario is developed to illustrate the learning objective. For example,a scenario can be developed which demonstrates how a customer becomesupset when he or she does not feel that an employee empathizes withtheir situation. A management message having tips and other informationis provided for illustrating effective ways to meet the objective of theanimation system. The message is preferably provided in a concisehumorous form known as a tag line or management message.

[0022] Although the recipient of the animation system messages may begenerally known during this process, the method of the present inventiondoes not include testing to assess the recipient either prior tointeraction with the animation system or after. For example, whiledemographic information of a general nature regarding operators at callcenters may be known, there is no need to actually interview or studyany particular call center operators. Any other training managementtools can be developed and used with the animation system messages.

[0023] Furthermore, the method does not require any user interactiontracking, storing or evaluation of the recipient. It is possible,however, to determine whether the recipient has opened the email usingmethods conventionally available on most personal computer systems.Additionally, the user of the animation system can contact the recipientafterwards to discuss the matter or even request that the recipientwatch the animation system with the user present.

[0024] The design of messages in this manner uses elements of the fieldof instructional design. Instructional design is a well knowneducational discipline involving the process of defining a message orlearning element. The definition may be determined according to thecharacteristics of the audience and according to the training objective.

[0025] Referring now to FIG. 1, there is shown learning process 10.Learning process 10 is a well known method of instructional design whichis incorporated within the method of the present invention. Step 15 oflearning process 10 includes gaining the attention of the recipient bypresenting a problem or a new situation. Preferably this step includesusing an interest device for getting the attention of the recipient sothat he or she will watch and listen to the message. In the presentinvention the interest device is the animation that is designed aroundthe business message.

[0026] In order to serve this purpose the animation tells a story,usually a humorous story, demonstrates a point and presents the problemto be solved. Additionally, the animation can demonstrate doingsomething the incorrect way and doing it the correct way. Furthermore,the animation can impress upon the recipient the importance of themessage being illustrated.

[0027] The information of the message is presented to the recipient instep 20. Since the material is broken down into a short highly focusedpackage in the method of the animation system the ability of therecipient to remember it is improved. Guidance is provided to therecipient as shown in step 25, for example in the form of tipsdetermined in accordance with the business method of the animationsystem. The guidance of step 25 is in addition to the message of theanimation system, it is the guidance on how to learn that is provided bythe method of the invention or any other quality learning experience.

[0028] Additionally, the recipient should be informed about similarproblem situations and provided with additional practice in accordancewith conventional principles of the learning process in order to enhanceretention and transfer as shown in step 30. In the method of theinvention step 30 is performed in the workplace after the animationsystem is transmitted. Step 30 can be performed in accordance withcourse guide exercises provided to the user along with the animationsystems of the present invention.

[0029] Thus, in accordance with one preferred embodiment of theinvention described herein above, the method can be represented inprocess flow 80 as shown in FIG. 2. In process flow 80 the problemidentification is performed as part of brainstorming sessions as shownin block 85. The problem is classified according to category andsubcategory as shown in block 90 and a subcategory item is select fordeveloping a specific message as shown in block 95.

[0030] A scenario is built to illustrate the objective as shown in block100. A tag line or management message, tips and script are crafted andother information can be provided if desired as shown in blocks 105,110. Process flow 80 then proceeds to the building of the animation asshown in block 115. The building of the animation is shown as processflow 150 of FIG. 3. In process flow 150 the characters and the scenarioare drawn and developed as shown in block 155.

[0031] The elements thus drawn are digitized as shown in block 160 and arough animation is prepared as shown in block 165. Sound effects can beadded as shown in block 170 and the animation can be revised and editedas shown in block 175. As shown in block 190 the final product files arecreated when the animation is complete. The product files of block 190can include files such as the well known swf files, pdf files, pptfiles, or any other type of files suitable for storing the requiredinformation in the manner of these well known files.

[0032] Any number of product files produced in this manner can bepackaged for delivery to a user. The user can receive delivery of thepackage by way of the internet or CD-ROM or any other method known tothose skilled in the art and, regardless of how the animations arepackaged or received by the user, the user can apply the messages to thetargeted recipient or recipients by email, printed out posters and anyother method as described herein below.

[0033] After the initial design steps the animation systems are createdby known methods such as drawing and developing characters using pencildrawings or digital drawings to perform story boarding. When storyboarding is complete a rough animatic is developed to test the animatedsequences. When the animated sequences are tested a complete animationis developed including sound and effects. The product files are thencompleted from the completed animation and the production steps areperformed.

[0034] In the preferred embodiment of the invention Macromedia®Flash(tm) is used to create the product files. Additionally, any otherdelivery format known in the art can be used for creating similarproduct files. For example, Microsoft® PowerPoint®, Apple Quick Time,Windows Media Player, Microsoft Video and Real Player Streaming Mediaformats can be used. Regardless of which product file format is used tocreate the final product files the steps for importing the charactersand settings into the desired format are substantially the same.

[0035] Furthermore, regardless of which product file format is used, themodules can be provided in several different formats, such asprinted-out posters or an instruction book for live presentation. Thus,animation system messages can be transmitted independently of each otherin any other supported media. Furthermore, a plurality of selectedproduct files can be provided to a user in a package, for example, byway of the internet, a area network, a wide area network or a virtualprivate network of any other type, or on an information recording mediumsuch as a CD-ROM.

[0036] Since the messages provided using the animation system are brokendown into individual small single message units, the method of theanimation system is a highly modularized method. Furthermore, themodules are highly focused since they are developed around only a singlemessage or a small set of messages. The training information created fora recipient can thus be provided in short targeted bursts, wherein thebursts of information are each focused on the single message or smallset of messages the user intends to communicate to the recipient. In onepreferred embodiment of the invention the animation systems can have anaverage length of, for example, approximately fifty seconds.

[0037] Conventional on-line short training presentations can sometimesbe at least approximately fifteen minutes long. Thus, in this example,the recipient can be locked into the entire fifteen minutes of thepresentation even though some of the messages delivered during thepresentation may not be particularly relevant at the time. By notlocking the recipient into messages that are not directly on point themodular training presentations of the invention permit the recipient tofocus more on the intended messages.

[0038] Each of the short animation systems can serve as a module in atraining presentation wherein each module selected for inclusion in thepresentation is focused on its own single well defined message or smallset of messages. The use of such modules permits training presentationsto be built topic by topic in any order desired by the user. Buildingtraining presentations in this modular manner provides greaterflexibility than the methods used for building conventional modulessince any different module can be selected and assembled according tothe current needs of the user.

[0039] Additionally, selected messages can be repeated as desired by theuser. For example, differing animation systems built around the samemessage can be used or the same animation systems can be repeated duringthe presentation. Furthermore, selected messages can be associated withother messages by determining the order of the animation systems withinthe presentation.

[0040] The targeted animations of the invention can be used to welcomenew hires to a company or to acknowledge personal achievements. They canalso provide feedback or instruction to a recipient via emailimmediately upon determining that the message of the animation isdesired for any reason. For example, immediately upon observing abehavior to be enforced in a recipient an animation system built arounda reinforcing message can be transmitted to the recipient.

[0041] Or, immediately after observing behavior to be discouraged ananimation system message teaching more desirable behavior can betransmitted to the recipient. For example, upon monitoring a telephonecall showing poor pacing in a telephone conversation, an animationsystem with a message providing instruction on pacing can be transmittedto the recipient. Upon observing a loud conversation animation systemstargeted to the subject can be transmitted to the parties. The animationsystems available for selection on such occasions can be listed in acatalog in order to facilitate review and selection by the user.

[0042] The user can also send transmissions containing animation systemsin connection with scheduled activities. For example, animation systemscan be transmitted to employees to inform them of corporate trainingevents or meetings, or any other type of meetings. The animation systemcan also be used to introduce meeting or event topics. Furthermore,conventional email programs can be used to schedule the delivery ofanimation systems to the specified recipients at times or intervalsdetermined by the user. This permits the animation systems to be easilyused for recurring events or in campaigns or other initiatives.

[0043] Additionally, courseware is provided to the user along with theanimation systems. The courseware can include classroom activities andgroup discussion questions along with follow up activities. The user canthus follow a complete course guide including a collection of specifiedanimation systems to provide training on a selected topic. Alternately,the user can select animation systems from the catalog of animationsystem training modules and combine them with the materials of thecourseware to create a customized training presentation for a particularapplication.

[0044] Furthermore, a user can use the specialized digital files toprovide training in multiple formats. For example, the method caninclude exe format email reminders of a presentation, a pdf format filefor producing handouts and flyers for in-class presentation or remindernotes, and an exe format email follow-up for reinforcing key pointstaught in the presentation. Materials for a PowerPoint® presentation canalso be provided from the ppt format. It will be understood that anyother form of animation files can be used in addition to swf files andthat any other file formats besides pdf and ppt can be used for thehandouts, flyers, posters, PowerPoint® or any other modes of graphicalpresentation or formatting. Additionally, files of any other format canbe transmitted by way of or posted on the internet, a local areanetwork, a wide area network, or any other type of virtual privatenetwork using any communication format.

[0045] The content selected from the catalog can be applied to theprinted handouts or flyers for circulation to users. Group presentationscan also be performed by projecting files or PowerPoint® presentation inaccordance with the animation systems selected from the catalog.Furthermore, classroom delivery using PowerPoint®, course guides andmodules, printed handouts and flyers, or any other method can beperformed in accordance with the catalog.

[0046] Selected animation systems can be sent to specific individuals asan attachment to an email in order to address a specific problem. Forexample, the supervisor of a call center may notice that one of theemployees has a problem with the pace while on the phone. In order toaddress the problem and provide tips on how to avoid this in the future,the supervisor can select an email addressing the issue and transmit itto a single employee. Alternately, an animation system can be sent to awhole department or company. For example, if employees in a departmentare not adhering to a dress code policy an email outlining the companypolicies on business attire can be transmitted or posted to the entiredepartment.

[0047] Animation systems can be transmitted or posted as periodicreminders to remind employees about important issues. They can be usedto send messages and reminders regarding the current objectives of thecompany. For example if a company objective is to increase sales byclosing more calls an animation system selected to demonstrate salesclosing skills can be transmitted.

[0048] Additionally, a course guide is provided in order to assist usersin creating a complete course by combining a number of training modules.Thus, the user can combine a number of animation systems for a selectedcategory or can mix animation systems from any different categories inaddition to merely following the recommended course guide.

[0049] While the invention has been described in detail and withreference to specific examples thereof, it will be apparent to oneskilled in the art that various changes and modifications can be madetherein without departing from the spirit and scope thereof. Forexample, in addition to the embodiment wherein training messages aretransmitted, motivational messages can also be transmitted. Thus,without further elaboration, the foregoing will so fully illustrate theinvention that others may, by applying current or future knowledge,adapt the same for use under various conditions of service.

We claim:
 1. A method for performing business training communications,comprising the steps of: (a) determining a targeted business; (b)performing a needs analysis to determine a plurality of recipient eventsin accordance with said targeted business; (c) determining a pluralityof business training messages in accordance with said plurality ofdetermined recipient events; (d) providing an animation for each of saidbusiness training messages in accordance with said plurality ofdetermined business training messages to provide a plurality ofanimation systems; (e) providing said plurality of animation systems toa message user; (f) determining a recipient event and a targeted messagerecipient by said message user; (g) selecting an animation system ofsaid plurality of animation systems in accordance with said recipientevent and said business training message of said selected animationsystem; and (h) applying said selected animation system to said targetedrecipient by said message user.
 2. The method for performing businesstraining communications of claim 1, wherein step (h) comprises thefurther step of transmitting an email directly to said targetedrecipient.
 3. The method for performing business training communicationsof claim 2, including the step of providing animation files wherein step(h) comprises the further step of transmitting said animation files tothe location of said targeted recipient.
 4. The method for performingbusiness training communications of claim 3, comprising the further stepof loading and displaying said animation files using animationprogramming disposed at said location of said targeted recipient.
 5. Themethod for performing business training communications of claim 1,comprising the further steps of: (a) providing a digital file containingindicia of at least a portion of said selected animation system to saiduser; and (b) applying a visual representation of said portion of saidselected animation system to said targeted recipient.
 6. The method forperforming business training communications of claim 5, comprising aposter for applying said visual representation of said portion of saidselected animation system to said targeted recipient.
 7. The method forperforming business training communications of claim 5, comprising apower point presentation for applying said visual representation of saidportion of said selected animation system to said targeted recipient. 8.The method for performing business training communications of claim 1,wherein step (e) comprises the further step of providing said pluralityof animation systems to said message user by way of the internet.
 9. Themethod for performing business training communications of claim 1,wherein step (e) comprises the further step of providing said pluralityof animation systems to said message user by way of a tangible recordingmedium.
 10. The method for performing business training communicationsof claim 9, wherein said tangible recording medium comprises a CD-ROM.11. The method for performing business training communications of claim9, comprising the further step of selecting from said plurality ofanimation systems by said message user a further plurality of animationsystems for applying the animation systems of said further plurality ofanimation system to at least one message recipient in accordance with amessage user objective.
 12. The method for performing business trainingcommunications of claim 11, comprising the further step of selectingfurther plurality of animation systems by said message user inaccordance with a single training objective.
 13. The method forperforming business training communications of claim 11, comprising thefurther step of selecting animation systems by said message user inaccordance with a plurality of training objectives.
 14. The method forperforming business training communications of claim 1, wherein saidrecipient event of step (g) comprises an event specific to said targetedemployee.
 15. The method for performing business training communicationsof claim 14, wherein said recipient event of step (g) comprises anemployee specific positive reinforcement event.
 16. The method forperforming business training communications of claim 14, wherein saidrecipient event of step (g) comprises an event comprises an employeespecific negative reinforcement event.
 17. The method for performingbusiness training communications of claim 1, wherein said recipientevent of step (g) comprises an event specific to a plurality ofemployees.
 18. The method for performing business trainingcommunications of claim 1, comprises the further step of applying saidselected animation system to said target recipient by way of theinternet.
 19. The method for performing business training communicationsof claim 12, comprising the further step of selecting said furtherplurality of animation systems by said message user from a catalog ofsystem animations provided to said message user along with the providingof step (e).